Refund policy

Exchange, Warranty & No-Refund Policy

This Exchange, Warranty & No-Refund Policy is issued by BRILLIANT INTERNATIONAL (H.K.) GROUP LIMITED, trading as Roselle Jewelry.

At Roselle Jewelry, we take great care in checking and packaging every order before dispatch or collection. Customers are advised to inspect their items immediately upon receipt or collection.

Please note that all sales are final and non-refundable. Roselle Jewelry does not offer refunds, returns for cash, or cancellation refunds once an order has been confirmed, except where required by applicable law or as expressly provided for loose diamonds that fail Roselle Jewelry’s pre-dispatch inspection.

1. General No-Refund Policy

Roselle Jewelry operates on a strict no-refund policy.

We do not provide refunds for:

  • Change of mind;
  • Incorrect size selection;
  • Incorrect product, colour, style, model, diamond, certificate, or specification selected by the customer;
  • Personal preference;
  • Delayed delivery caused by courier, customs, weather, public holidays, inspection procedures, or other circumstances beyond our control;
  • Sale, clearance, promotional, discounted, customised, personalised, engraved, made-to-order, pre-order, non-stock, specially sourced, or specially ordered items;
  • Loose diamonds after dispatch, delivery, or collection;
  • Items that have been used, worn, damaged, altered, resized, modified, or repaired after receipt;
  • Any issue already stated or reflected in the relevant certificate, grading report, appraisal report, or related documentation.

No cash refund will be provided unless required by applicable law or expressly provided under this policy.

2. 7-Day Exchange Policy

Roselle Jewelry offers a 7-day exchange policy for eligible items that are found to have a confirmed manufacturing defect or quality issue.

Customers must contact our customer service team within 7 days from the date of receipt or collection to request an exchange. Any exchange request made after this period may not be accepted.

An exchange will only be arranged after Roselle Jewelry has inspected and verified the issue.

3. Eligible Exchange Circumstances

An exchange may be accepted for eligible products if:

  • The item has a confirmed manufacturing defect;
  • The item was damaged before delivery or collection;
  • The wrong eligible item was delivered or provided;
  • The item does not match the confirmed order details, excluding customer-selected specifications.

Roselle Jewelry may request supporting documents, photos, videos, packaging, certificates, warranty cards, tags, accessories, and return of the item for inspection.

4. Non-Eligible Exchange Circumstances

An exchange will not be accepted if:

  • The request is made due to personal preference, including but not limited to style, colour, size, diamond, certificate, grading result, or change of mind;
  • The customer selected the wrong size, colour, style, model, diamond, certificate, or specification;
  • The item has been worn, used, altered, resized, repaired, damaged, scratched, stained, or modified;
  • The item has come into contact with water, perfume, cosmetics, chemicals, sweat, alcohol, cleaning products, or other substances;
  • The original tag, packaging, accessories, certificate, warranty card, receipt, or free gift is missing;
  • The item is a clearance, sale, promotional, discounted, customised, personalised, engraved, made-to-order, pre-order, non-stock, specially sourced, or specially ordered item;
  • The item is a loose diamond after dispatch, delivery, or collection;
  • The item is an earring product, due to hygiene and safety reasons;
  • The item has been damaged due to misuse, improper care, accident, negligence, normal wear and tear, or third-party repair;
  • The alleged issue is already stated, shown, implied, or reflected in the relevant certificate, grading report, appraisal report, or related documentation.

5. Non-Stock Items, Special Orders and Loose Diamonds

The 7-day exchange guarantee does not apply to:

  • Non-stock items;
  • Pre-order items;
  • Made-to-order items;
  • Specially sourced items;
  • Customised items;
  • Personalised items;
  • Engraved items;
  • Special orders;
  • Loose diamonds.

All such items are sold on a final-sale basis and are strictly:

  • Non-refundable;
  • Non-returnable;
  • Non-exchangeable;
  • Non-cancellable;
  • Not eligible for store credit, unless otherwise required by applicable law.

Customers are responsible for carefully checking all product details, specifications, sizes, materials, diamond details, certificate details, customisation details, engraving details, and order information before confirming the order.

6. Loose Diamond Pre-Dispatch Inspection

All loose diamonds sold by Roselle Jewelry are subject to Roselle Jewelry’s pre-dispatch inspection procedures.

Before any loose diamond is shipped or collected, Roselle Jewelry will arrange for the loose diamond to undergo two rounds of inspection by certificate, grading, or verification institutions at different locations, where applicable, to confirm that:

  • The loose diamond matches the relevant certificate, grading report, or documentation;
  • The loose diamond does not have issues beyond those stated or reflected in the certificate, grading report, or documentation;
  • The loose diamond meets Roselle Jewelry’s applicable dispatch standard.

If any issue is discovered during the pre-dispatch inspection, Roselle Jewelry will notify the customer before dispatch or collection and may arrange one of the following:

  • Replacement with another suitable loose diamond;
  • Replacement with another loose diamond of equal or higher value, subject to payment of any price difference where applicable;
  • Full refund of the affected loose diamond order.

Once the loose diamond has passed the pre-dispatch inspection and has been dispatched, delivered, or collected by the customer or the customer’s authorised representative, the customer shall be deemed to have accepted that the loose diamond:

  • Matches the relevant certificate, grading report, or documentation;
  • Has no issue beyond those stated or reflected in the relevant certificate, grading report, or documentation;
  • Meets Roselle Jewelry’s applicable sale and dispatch standard;
  • Is final sale and not eligible for refund, return, exchange, cancellation, or store credit.

For the avoidance of doubt, inclusions, blemishes, colour grade, clarity grade, cut grade, fluorescence, measurements, carat weight, proportions, polish, symmetry, grading comments, certificate comments, plotting diagrams, natural characteristics, or any other characteristics stated, shown, implied, or reflected in the certificate, grading report, or related documentation shall not be considered defects.

7. Exchange Requirements

To request an exchange for an eligible product, customers must provide:

  • A valid Roselle Jewelry receipt or order confirmation;
  • Clear photos or videos showing the issue;
  • The complete product, including original packaging, tags, accessories, certificates, warranty cards, and any free gifts received with the order;
  • Any other information reasonably requested by Roselle Jewelry.

The item must be returned in its original condition.

Roselle Jewelry reserves the right to reject any exchange request if the item does not meet the above requirements or if the issue cannot be verified.

8. Earrings, Hygiene-Sensitive Items & Care Products

For hygiene and safety reasons, all earrings are non-refundable and non-exchangeable, unless the item is confirmed by Roselle Jewelry to have a manufacturing defect before use and the exchange request is made within the applicable period.

Roselle Jewelry Care Kit and jewelry care products are also non-refundable, non-exchangeable, and not covered by warranty.

9. Sale, Clearance & Promotional Items

All sale, clearance, promotional, discounted, customised, personalised, engraved, made-to-order, pre-order, non-stock, specially sourced, and specially ordered items are sold on an as-is and final-sale basis.

These items are:

  • Non-refundable;
  • Non-exchangeable;
  • Non-returnable;
  • Not eligible for store credit;
  • Not eligible for cancellation after order confirmation.

10. Damaged, Defective or Incorrect Eligible Items

Customers must inspect the goods upon receipt or collection.

If an eligible item is damaged, defective, incorrect, or missing a required component at the time of receipt or collection, customers must contact Roselle Jewelry customer service within 7 days from the date of receipt or collection.

Roselle Jewelry may request:

  • Photos or videos of the item;
  • Photos of the packaging;
  • Order confirmation or receipt;
  • Certificate, warranty card, tag, and accessory details;
  • Return of the item for inspection.

After inspection and verification, Roselle Jewelry will arrange an exchange where appropriate.

Any item returned without prior approval may not be accepted.

11. Return Shipping for Exchanges

Customers are responsible for ensuring that any approved exchange item is returned safely and securely.

Unless otherwise agreed by Roselle Jewelry:

  • Customers are responsible for return shipping costs;
  • Original delivery fees are non-refundable;
  • Roselle Jewelry is not responsible for lost, delayed, or damaged return parcels;
  • Customers are advised to use a trackable delivery service.

If the exchange is due to a confirmed error by Roselle Jewelry or a verified manufacturing defect in an eligible product, Roselle Jewelry may, at its discretion, cover reasonable return shipping costs.

12. Warranty & After-Sales Service

Roselle Jewelry provides after-sales service for eligible products purchased directly from Roselle Jewelry.

Customers must retain their receipt or order confirmation as proof of purchase.

Standard Warranty Period

Product Type Warranty Period
Standard Roselle Jewelry items 1 year from purchase date
Pearl jewelry 30 days from purchase date
Wooden jewelry 30 days from purchase date
Leather products 30 days from purchase date
Braided cord products 30 days from purchase date
Jewelry Care Kit / Care Products Not covered
Loose Diamonds Not covered after dispatch, delivery, or collection

The warranty applies only to confirmed manufacturing defects of eligible jewelry products.

Loose diamonds are not covered by warranty, return, refund, or exchange after dispatch, delivery, or collection.

13. 30-Day Stone Setting Service

Roselle Jewelry provides a complimentary stone re-setting or repair service for eligible items within 30 days from the date of purchase, where the issue is confirmed to be caused by a manufacturing defect.

This service does not apply to:

  • Loose diamonds sold separately;
  • Loss of the main stone;
  • Damage caused by impact, misuse, accident, or improper care;
  • Normal wear and tear;
  • Items that have been repaired, altered, resized, or modified by third parties;
  • Items without valid proof of purchase.

14. Warranty Exclusions

The warranty does not cover:

  • Loose diamonds after dispatch, delivery, or collection;
  • General wear and tear;
  • Scratches, dents, deformation, or surface marks;
  • Tarnishing, oxidation, fading, or discolouration caused by use, storage, body chemistry, humidity, or chemical exposure;
  • Damage caused by perfume, cosmetics, sweat, water, alcohol, cleaning products, polishing liquids, swimming pools, hot springs, spas, seawater, or corrosive substances;
  • Looseness, tightness, fit, or comfort issues relating to rings, bracelets, bangles, chains, clasps, or similar items;
  • Broken chains, broken clasps, bent settings, hooks, posts, or fittings caused by force, pulling, impact, or accidental damage;
  • Loss of stones, including main stones, unless confirmed to be a manufacturing defect within the applicable service period;
  • Characteristics, inclusions, blemishes, grading comments, certificate comments, measurements, colour grade, clarity grade, cut grade, fluorescence, polish, symmetry, proportions, or other features already stated or reflected in a diamond certificate, grading report, appraisal report, or related documentation;
  • Lost items or replacement of lost products;
  • Damage caused by improper storage, misuse, negligence, unauthorised repair, modification, or third-party service;
  • Free gifts, packaging, jewelry boxes, pouches, certificates, warranty cards, care kits, and accessories.

15. Jewelry Care Notice

To maintain the appearance and condition of your Roselle Jewelry products, customers should avoid contact with:

  • Water;
  • Perfume;
  • Cosmetics;
  • Sweat;
  • Alcohol;
  • Cleaning agents;
  • Polishing liquids;
  • Swimming pools;
  • Hot springs;
  • Spas;
  • Seawater;
  • Other corrosive chemicals or harsh environments.

Although some silver jewelry may be plated or treated for enhanced protection, exposure to chemicals, moisture, friction, or harsh conditions may still affect the appearance, colour, shine, and durability of the product.

Damage caused by improper care is not considered a manufacturing defect and is not covered by the warranty.

16. Repair Services Outside Warranty

For repairs, stone replacement, refurbishment, re-plating, polishing, or maintenance services not covered by the warranty, Roselle Jewelry may provide a paid repair service at its discretion.

Charges may apply for:

  • Labour;
  • Replacement stones;
  • Replacement parts;
  • Re-plating;
  • Polishing;
  • Refurbishment;
  • Shipping or handling fees;
  • Administrative costs.

Roselle Jewelry will assess the item and inform the customer of any applicable charges before proceeding.

Roselle Jewelry reserves the right to decline any repair or maintenance service if the product is unsuitable for repair.

17. Order Cancellation

Once an order has been confirmed, Roselle Jewelry reserves the right to reject cancellation requests.

Orders for customised, personalised, engraved, made-to-order, pre-order, non-stock, specially sourced, special order, promotional, sale, clearance items, or loose diamonds cannot be cancelled, refunded, returned, or exchanged once confirmed, except where required by applicable law or as expressly provided for loose diamonds that fail Roselle Jewelry’s pre-dispatch inspection.

18. Final Decision

Roselle Jewelry reserves the right to inspect all returned items and determine whether an exchange, repair, warranty service, or paid service is applicable.

In case of any dispute, Roselle Jewelry reserves the final right of decision, subject to applicable laws and regulations.